Impacto da gestão de conflitos no desempenho dos colaboradores em empreendimentos turísticos: caso do Hotel Casa do Capitão-Inhambane

Abstract

This study analyzes the impact of conflict management on employee performance in tourism enterprises, using the Hotel Casa do Capitão, located in the city of Inhambane, Mozambique, as a case study. The central objective was to understand how conflict management impacts employee performance, assuming that it is closely related to the quality of the service offered. The research adopted a mixed-methods approach, combining quantitative and qualitative methods, with the application of questionnaires and an interview guide. Twenty employees and the Hotel Manager participated in the study. Given the importance of the topic, the research question was: what is the impact of conflict management on the performance of employees at the Hotel Casa do Capitão? The results indicated that the presence of effective mediation mechanisms (60%; question 4) and internal communication contributes significantly to the reduction of interpersonal tensions, improvement of the organizational climate, and increased employee commitment to institutional objectives. Corroborating the affirmative hypothesis of the work: Conflict management has a positive and significant impact on the performance of employees at the Hotel Casa do Capitão. It is concluded, therefore, that conflict management at Casa do Capitão plays a crucial role in employee performance, if based on dialogue, empathy, and continuous training, it constitutes a determining factor for strengthening individual and collective performance in tourism enterprises.(NOSSA TRADUÇÃO)